Customer Satisfaction With ISPs, Pay TV the Lowest of Any Industry
The latest American Customer Satisfaction Index found Samsung outperformed Apple and ISPs and pay TV companies are highly disappointing.There are two major stories in the latest American Customer Satisfaction Index (ACSI), released May 20. The first is that smartphone owners have for the first time given Samsung a higher satisfaction rating than Apple. The second, particularly notable as the number of merger proposals in the federal government's inbox increases, is that customer satisfaction with subscription TV and Internet service providers (ISPs) has sunk to a new low. So low, said the report, that these industries are the worst performing of the 43 industries the ACSI tracks.
Samsung Tops Apple in Customer SatisfactionThat first story is more happy news for the company that sells more smartphones and mobile phones worldwide than any of its competitors. The ACSI points out that while in the United States Apple sells "nearly twice the number of smartphones" as its nearest competitor, "Samsung now comes out on top in one critical metric—customer satisfaction." While last year customers gave Samsung a 76 out of 100 to Apple's 81, this year Samsung's score rose to an 81, while Apple's fell to 79.
"This is the second year of improvement for Samsung, which was near the bottom of the industry at 71 in 2012, but now leads all manufacturers," said the report. "By contrast, Apple declines for a second straight year, slipping 2% to 79, but still maintaining a slim lead over Motorola Mobility and Nokia (now Microsoft), both at 77."